ComplaintsforRallye Motoplex

• Initial Complaint

  21/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Purchased July 31, 2024 - purchased a used Side by side from Ralleye for $10500 plus tax plus extended warranty - total was over 14000 Issue: We get it home and go for a run which we had to cut short due to the bike not working right. We go back into the dealership to talk to them (2 days after bike came home). To be told we have to wait until the warranty kicks in 15 days later to be able to get it fixed or we were going to have to pay for it. We dropped the bike off back to the dealership the following Tuesday as requested. They submitted a warranty claim for over 12000 dollars worth of problems including major issues such as transmission, drive shift both, diff gears and seals, steering rack and pinion and four axles. The warranty company called us back and said they are only approving $5000 worth of the claim. We go into the dealership to attempt to resolve the issue as we are only on day 20 of buying the bike and it's been at the shop for most of that time. They have indicated they are not helping with any of the issues. And that because it is a used bike it's basically our problem. We escalated it to the manager and spoke directly with him, again they offered no solution . So here we are 20 days in with a bike we bought from a dealership and have to pay a ton of money for repairs.we are well within the 30 day consumer buyer law, and are just looking for some help with that. You do not give a dealership 14000 for something that belongs in a scrap yard. They clearly are not inspecting their trade in units. This is not only unacceptable from consumer stand point but also a safety issue.

  

  Business response

  23/08/2024

  The complainant purchased this unit at wholesale price on a “as is” basis. The terms of the sale which the complainant acknowledged by initialing the conditions of sale and signing the complete sale agreement which clearly indicated this unit was sold with the complainants complete understanding “there is no warranty from the dealer either written or implied”.
  
  As a goodwill gesture we had offered the complainant a choice of refunding the cost of the 3rd party extended warranty or the opportunity to return the unit for a full refund. Both offers were declined by the complainant.
  
  We will continue to offer a full refund on return of the unit however it is time sensitive, and this offer will expire at end of business hours August 24th, 2024. We will not provide any other relief to the complainant.

  Customer response

  27/08/2024

   I am rejecting this response because:
  
  

  Hello,

  Update: 930am Saturday August 24 we went to Raleye to discuss fully what they are offering. The manager has indicated they cannot talk to us and therefore we can't even come up with a disagree or agree to the offers put fourth. 

  Apparently the manager has sent an email to the District manager however we have not received a message or call back. 

  -

  I also wanted to note that if we would of been taken seriously from the beginning we would not have to escalate this complaint.

  
  

  
  

  

  Business response

  28/08/2024

  The complainant chose to pursue the issue through the BBB consequently we responded to the complainant through the BBB clearly providing what our acceptable resolution would be and identifying the time line for the complainants acceptance.

  Customer response

  28/08/2024

   I am rejecting this response because:
  

  The response from the business does not make any sense. If they give a timeline for a decision to be made, shouldn't you be able to get that resolved?

  
  

  The district manager was supposed to reach out apparently and has not. 

  
  

  We went on Saturday to tell Ralleye that we were planning to accept the compensation of the warranty dollar BUT was turned away. 

  
  

  The lack of communication from the business has made this transaction and resolution that much harder. 

   

  Also, want to update that yesterday we retrieved our bike from Raleye.

  
  

  While we were picking it up, there were two other gentleman at Raleye who had the same issues as us, but with boats they had purchased.

   

  We are rejecting the buy back of the bike. We would accept the warranty money paid back as mentioned.

  
  

  

  Business response

  29/08/2024

  Service contract warranty refund will be provided to the complainant. Complainant can reach out to the Sales Manager to arrange a convenient time for pick up.

  Customer response

  29/08/2024

   I am rejecting this response because:
  
  

  Reject: 

  
  

  We were under the impression that we would still have the warranty as the warranty is through a third party and contracted between us and them. We have also got approval from the warranty people to take the bike elsewhere to get it fixed. But after speaking with the sales manager via the phone he said once we accept money the warranty contract is terminated. I am not even sure how that works as the warranty company is third party? 

  
  

  This does not work for us as we would still be out all the money for the repairs. 

  
  

  
  

  

  Business response

  29/08/2024

  Refund of warranty cost is conditional upon cancellation of the warranty policy.

  No other option will be considered.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a new 2024 ******* Sportsman 850 Ultimate Trail and have had nothing but issues with it since I have gotten it. The front end wobbles when you get any type of speed. The belt is super loud and constant. It over heats and burns me when using it for more than 30 minutes. And now to top it off there is a do not sell/do not operate recall with no fix. I have had this wheeler for 17 days. I do not want it. I am not happy with it and all I have been offered is a voluntary repossession or to do a trade where I take a hit and they give me $10 000 back for it when I paid double that. **** one of the managers there is not offering any solution and basically telling me I have to deal with it when I haven’t even had it for 30 days. And not to mention even if I WANTED to trade it back in all of the ******* bikes they have has the open recall so I can’t. Keep in mind I haven’t even made a payment yet. They could definitely cancel the deal but won’t. So I’m left with a bike I can’t use and **** customer service. DO NOT BUY FROM THESE PEOPLE. Once you’re signed and out the door they do nothing for you.

  

  Business response

  06/07/2024

  Complainant has been advised this is a service directive from the manufacturer and not the dealership. Complainant has been placed on a priority service list for completion of the recall service issue. This service action will be completed in a timely manner. Any other mechanical issue complainant identifies will be diagnosed for cause and corrected if required when complainant returns the unit to the dealership for service.

  Customer response

  08/07/2024

   I am rejecting this response because:
  I have service issues from the day I received the ATV not related to the manufacturer recall. I also was told my ATV would be picked up for said service and returned at no cost to me but no effort has been made to do so. 
  
  

  

  Business response

  10/07/2024

  complainant has been contacted. Pick up has been scheduled for July 16th for diagnostic assessment of operational issue. Complainant has also been advised this service is separate from the manufacturer recall issue.

• Initial Complaint

  20/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My issue with this business is around their customer service. I inquired about a pontoon they had for sale, provided my personal information, and was told that everything looked good, only to be told the boat I inquired about was sold to another individual who had cash. The discrimination against how a customer pays needs to be addressed, a customer is a customer at the end of the day. With my credit being run, this impacts my ability to go to another place to purchase a pontoon. I expect action to take place for the hardship I’m currently facing from this businesses inability to do business accordingly and acting poorly when it comes to customer appreciation. Not do I feel discriminated against, but I was inflicted with further hardship when my credit was impacted. I expect actions to be taken place for their inability to provide quality service to those of us customers who do not have loads of cash to present upon sale.

  

  Business response

  24/06/2024

  Complainant was dealing with a Sales Specialist  over the phone on a couple different model pontoons. Complainant had a maximum budget and was pricing two different model pontoons. Complainant went back and forth a couple times asking about different engine configurations to try and lower the payment closer to the budget requirement. During this the Sales Manager requested the sales person to request complainant to provide a possible co-applicant to facilitate a loan approval. Complainants co-applicant completed an on-line credit application and credit bureau reports were requested as per credit bureau rules. The complainant indicated a desire to proceed but no purchase agreement was signed. During the process outlined above another individual expressed interest in the boat and was willing to complete the purchase agreement immediately with no conditions.

  This transaction was the first documented purchase agreement and as such this sale was completed.   

  
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an appointment with Ralleye Motors to do repair work on my 2021 ****** **** **** 750. Dropped the machine off on February 2, 2024. Service department called back advising that the front differential pinion seal was leaking and needed to be replaced. Gave the service department the go ahead to replace the seal. Received a phone call approximately one week later that the machine was repaired and was ready to be picked up. I picked up the machine paid the invoice (approx 320.00) and brought the ATV home. Parked the ATV in by garage and noticed that evening there was a large amount of oil leaking from the front left axle oil seal. I called the service department and told them about the leak. I advised them that the axle oil seal was not leaking prior to them working on the ATV. They advised to bring the ATV and they would have a look. The service department advised that the axle oil seal would need to be replaced so they ordered a replacement seal. Received a call approximately a week later the ATV was repaired and ready to be picked up. I picked up the ATV. Upon later inspection that evening it was observed that the axle seal was still leaking. I brought the ATV back to the service department three more times and when the ATV was brought back to my residence following repairs the leak was never fixed. I decided to take the ATV apart myself and upon inspection found that the left front axle seal was installed incorrectly according to the service manual. I since ordered parts and will be repairing correctly myself. On top of the leak not being repaired I found concerning other issues caused by the Rallye service department. The lower shock mounting nut and bolt were loose and ready to fall off, washers that were supposed to be used to attach the upper and lower ball joints and tie rod end were placed on the brake caliper mounting bolts and the castle nuts were all damaged and were not properly tightened to spec. Serious failure and bodily harm possible

  

  Business response

  08/04/2024

  Upon review of the complaint it has been determined there is a cause to offer relief to the complainant.

  Complainant can reach out to the service manager and make suitable arrangements for a convenient time to receive the compensation requested.

• Initial Complaint

  23/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Took deliver September 16, 2022 of a new 2022 hisun atv. It started once, drove in a circle on my lawn and then stalled. Started again and stalled. Now it won’t start at all, check engine light stays on. I cannot even take the bolts off to check under the hood, they are all stripped. Spoke with sales manager **** the next day in person. He assured they would pick up the unit and service. If parts were needed and would take longer than 1 month he would swap the unit. Was told they would pick up late afternoon Tuesday September 20th. They picked up Wednesday September 21 in the morning. Was told it would be looked at in the afternoon. Called to verify, was told by ******* in service it would be Thursday. Called in the afternoon and spoke to service manager **** he advised they were busy and it was booked in first thing Friday. I called back Friday afternoon and spoke with **** again he said they didn’t look at it and then asked what was wrong with it. He would be sure to have it looked at Saturday now. I was advised by sales manager **** on Saturday September 17, 2022 that this would be taken care of pretty quickly, this has not been the case. I was told we could get a different brand of Atv but that would be on a trade… apparently my unit is “used” and warranty is “ticking” so it would be a financial loss on my end. I think I’ve been very understanding up to this point with the lack of service and reliability on both the unit and the business. I do not want this unit any longer. I want the financing cancelled with no financial impact on me. I should not be paying for something I don’t have that has never worked. I have no faith left in this company. If need be I will contact my lawyer and proceed legally. I look forward to this being resolved quickly and professionally.

  

  Business response

  27/09/2022

  The complainant and parent visited the store and spoke with the sale manager. The sales managers statement about parts acquisition is correct. Delays are anticipated because of the global events of the last 30 months. The service department should have proactively kept the client up to date on the diagnosis of the issue. Appropriate training has taken place with the individuals involved. 

  The service manager has reached out to the complainant via voice mail today to advise the full status of the issue and directions for the complainant to bring the vehicle up to operating temperature before active driving in the future.

  The issue was a fouled spark plug which adversely affected the operation. This has been corrected and the unit is now operating as designed. The bolts on the factory installed rack are rounded from factory installation. These bolts are on order from the manufacturer.

  As the repair for the unit was minimal it does not warrant consideration for the return of the unit. Should the complainant require a more extensive explanation of the cause, repair and future start up procedure of the unit I recommend reaching out to the service manager ***** *******. 

  Customer response

  27/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18122101, and find that this resolution is satisfactory to me.

   

  we received the unit back in working order and received compensation for our troubles. Thanks for making us happy customers again :)

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unfortunately, your product has not performed well. I am disappointed because the product does not work properly, they delivered the item to the wrong address so it only came to my address at night in the rain so I did not get a good look at it or test drive it because the gas tank was empty it was suppose to be a full tank so I tried it the next morning and it did not work right and I could not get it into reverse so I call the dealer told them what was the problems and that I did not want the utv I did this within 1 hour after i tried it I talked to a guy named ********* who said they would only pick it up on the fallowing Wednesday then I get a called from a guy who tell me he is the manager **** but he tell me he will pick it up and fix it but I have to take it back I told him no I am canceling the contract he tell me he does not care if I do not pay my credit will be ruined I tell him I am not paying for junk and this conversation is over, then I send an email canceling this contract and I did not hear back from anyone so I sent a fax canceling this contract and still no reply this will be the fourth time I am canceling this contract because I am not satisfied with this item. To resolve the problem, I would appreciate you picking this utv up. I do not want it and I will not pay for what is junk. and my 97.00 you took out of my account and the 10.00 of gas i put in it. I bought this new because I am disabled and can not walk very far and to have trouble in just a few minutes is not acceptable. I look forward to your reply and to you resolving my problem, and will wait until august 31st 2022 I want this utv picked up by august 31st 2022 after that I will not be responsible for this utv enclosed are copies of my records . Please contact me at the above address or by telephone at ************ or *********************** Sincerely, **** ******* ********

  

  Business response

  06/09/2022

  The unit in question was started and driven onto our trailer and then backed off the trailer for delivery purposes. The delivery driver has reported there were no operational issues at that time.

  The complainant contacted our service department about operational problems with the unit. It was then determined by the complainants comments he was not engaging the seat belt. This is a manufacturer designed safety item and when the seat belts are not engaged the performance is drastically reduced. The issue's encountered by the complainant seem to be the result of not engaging the seat belt.

  Our service department offered at no charge to the complainant the following; pick up of the unit, diagnose if the issue is mechanical or operational, repair any warranty item defect and return the unit to the complainant. Complainant has refused this offer.

  We will not disengage any designed manufacture safety measure however we will continue to offer the complainant the opportunity to diagnose the issue as described above. This offer is time sensitive and can't be extended past September 20th, 2022.

  

  Business response

  07/09/2022

  If the complainant will not provide the opportunity to diagnose and repair if required there is no more we can offer.

  Customer response

  08/09/2022

   I am rejecting this response because: i bought this utv new because i am disabled  and i can't walk more than 100 feet to have a new utv not work with zero klm on it is not a trustable utv even the guy that dropped it off at night had a problem getting it in reverse to take it out of the trailer then it was empty he tell me there is no gas in it so i could not try it until the next day and this is what happened i put gas in and it will not take the gas properly and it will not go into reverse. i can not trust this utv like i said i bought because i have a broken back and i need something i can trust and this is not it, the utv sits in my yard i have closed my account and i will not pay another cent plus i want my money back that you took out of my account after i canceled this junk. pick up your utv i am no longer responsible for this utv.
  
  
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***** ***** bought a motorcycle- 2016 *** RI@00Rs on Feb 19th, 2022. When it was delivered the battery was dead but they indicated it was dead because of the cold- once charged they said it would be OK. It was charged on a load tester and will only charge to 40% then when we went to Access NS to register the bike, we didn't have the proper paper work from them- they didn't provide us with a certificate of ownership. ***** called to tell them this and they said they would look into it. They never got back to him. Our friend was passing through NS and stopped into the shop and spoke to **** ******-Sales Manager and he said he would get ***** ****** to get it sorted out. He said he would but it has been 2 months and nothing has arrived. ***** called back numerous times to no satisfaction, I called the Sales Director today **** Raby to call me back regarding the certificate of ownership and battery and said if he didn't respond today, I would be going to BBB-- he never responded. Currently this is a bike that has been bought that can't get registered and has an insufficient battery .

  

  Business response

  12/04/2022

  The complainant is not a signatory of nor forms any part of this purchase agreement on the vehicle. 

  The vehicle was tested prior to delivery with no issues determined. The service manager has received no inquiries from the actual purchaser regarding any battery or mechanical issue. License issue has been discussed with the actual purchaser and resolution is in process. If there is a battery or any other issue our service manager will gladly work with the purchaser to resolve any issue.

  There is no record of a request for a call back from senior management.

• Initial Complaint

  30/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought hisun 500 2021 beg June. Breaks within 1 week. Fixed sent home bike not fixed most of same issues noticed on first drive. Send back. In October still do not have my sxs this is 3-4 months later. Spoke to several manager will not offer replacement nor courtesy bike. Not able to give time frame was told could be a year as hisun is bad brand. Upset and wanting to drive a bike, I'm paying bi weekly payments on. I struggled to finally decide to take a trade in on October 6 2021. I was reassured that this brand does not break down often and parts are available very quickly and easy. ****** KingQuad 750, 2022. Lost $3,400 on trade in for a bike I used 3 or 4 times brand new? No one cares just pay. I pay. ****** says we will owe and cut you a check for warranty amount $4, 700. Called she quit no one understand what she did so I'm still waiting for that amount it's now Nov 30, 2021 I'm told they don't do that so more investigating but no resolution. Now I'm out $8,100 and still no bike First drive on new ****** Oct 2021 it smoking stop the bike call Chloe at rallye. She advises it's the new paint and new parts and it's normal. I was doubtful but sat then drove home 5 kms. Second drive no smoking Left for a long run. On the way back I'm walking around bike make sure no smoke all is good however notice the cvc boot is coming off and clamp. Get someone to pick me up also noticed the rear break handle very loose shifting a bit to one side when applying break. Foot pedal big puddles of diff oil on floor Call rallye they say I need to wait 2 weeks for pickup I'm upset its new. Wait 2 weeks they say warranty only cover axle, cvc boot I have to pay for breaks rear diff $1900 I plead no fault I did not break it but no I have to pay too bad. Wait another 2 weeks for parts Nov 30, 2021 i call. They received wrong diff can't tell me when other will arrive. 2 bikes 1 weeks worth driving, out $$ I would like a resolution as well as rallye covering cost of rear different $1900

  

  Business response

  04/12/2021

  New inventory deliveries along with parts supply has been drastically impacted by pandemic restrictions and now world wide transportation issues. These impacts are felt by every industry, business and consumer world wide. We are currently working with ****** to provide parts necessary to facilitate the repairs. We have been assured they will be available shortly and at that time these parts will be sent via air freight rather than traditional transportation methods.

  The current mechanical issues were the result of the parking brake being left engaged. Due to this ****** has determined this repair will not be covered under their warranty despite our requests to accommodate this repair under warranty.

  We have offered to cover all labor related to this repair only asking the complainant to pay for the parts required. This offer for the complainant remains.

   

  Customer response

  07/12/2021

   I am rejecting this response because:
  
  

  Hi
  
  

  I have read the response to my complaint from rallye. They are advising that part shortage however this is not the case.
  
  

  My hisun did receive the first parts and was incorrectly diagnosed and fixed although that sxs did however after a few month of trying to fix it need parts that haven't arrived so I was told to get a new machine
  
  

  The ****** there is no issues with getting the parts what so ever this is not the case as stated in rallye email. My part arrived just as planned however the employees ordered the wrong part. This is another company mistake
  
  

  Mistakes
  

  1. Diagnosing,  Fixing 1st bike incorrectly
  

  2. Forgetting to pick up my bike it left being outside for well over a month. Then making me wait for another appointment cause the 1st appointment was missed. Then making me wait to order parts
  

  3. Charging me 4,700 and telling me don't worry it's for the bank and we will cut you a check once it's professed with national bank (employee quits) no one can help me
  

  4. Orders wrong part for new bike
  
  

  As you can see there are a number of complaints here from money, customer service, knowledge, reliability that do not just retain to having parts come in.
  
  

  I will stand by my comment I did not have the parking break on at all there must have been an issue with it being stuck. The delivery guy watched me leave the house with it he even started it for me got me all set up.
  
  

  I had 2 bikes and got to drive less than 2 weeks worth from both in a span of 6 months and no one has tried to help even now. Mistakes are being made and I'm owed money and been paying on a bike for 6 months almost 7 and still paying.
  
  

  Employee and bike malfunctions are not my Mistakes.
  
  

  I stand by my first Email that all this is unexceptable from a company. I would like a resolution (however I understand the part situation and realize I cannot change that.) However I would like rallye to reimburse me for the bike in full or pay the 1900 for the breaks system part and repair.
  
  

  This is quite fair and reasonable compensation for all money spent, promises broken, time lost, lack of customer service, money owed that hasn't been payed back and the overall hardship caused. I have went out of my way to find resolutions and help rallye help me with many visits and many trips however now I'm asking for rallye to make this right. I have spoken to several other owners that purchases from other companies and they got replacement bikes and adjustments, aftermarket parts, money back, they picking up and dropping off a new bike, trading them in for free and literally all  for much smaller issues than I've had (specially if the bike is 1 day old like mine was). I would like rallye to back their brand as the others do.
  
  

  Thank you
  

  **** *******

  
  

  

  Business response

  07/12/2021

  ****** has now responded to our request for review of the decline in warranty repair. Additional coverage will be provided. Complainant will be contacted by the Service Manage with specific details.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩